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VP Process Improvement Specialist, Service Excellence in Singapore at Great Eastern

Date Posted: 1/2/2019

Job Snapshot

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Job Description

Job ID: 000961

Job Purpose

To assist Head of Service Excellence in driving and carrying out operational process review and improvement across New Business Underwriting, Claims and Customer Service Departments to improve efficiency, productivity and customer experience that aligns with corporate goals and business objectives.

The Job

1. Collaborate with HODs of Group Operations and work with their appointed subject matter experts in carrying out process improvement projects.
2. Proactively seek out opportunities for process improvement through market research, data analytics, voice of customers (including distribution reps), voice of employees, etc.
3. Promote Process Improvement Framework by coaching/equipping project team members with the best practice and structured approach in executing process improvement.
4. Lead and manage process improvement projects by working effectively with team members to deliver the project outcomes. The role includes:
• develop a clear case for change and improvement;
• create a well thought-out project plan;
• chair and facilitate effective project discussions;
• trouble shoot and analyze root causes;
• ideate and brainstorm for ideas, prototyping and testing (where appropriate);
• assess, prioritise and recommend potential solutions taking into account resource, cost, benefit and risk;
• seek approval from Project Sponsor, MD Group Operations, Project Steering Committee or Senior Management (where applicable) and provide progress updates;
• ensure project milestones are met, effective communication and timely implementation;
• monitor and review performance after implementation vis-à-vis project objectives; etc.
5. For Digital Transformation projects (led by Group Strategy & Transformation Division), represent the respective Department of Group Operations and assume the role of Business Project Manager (PM) in ensuring that the projects are conceived, managed and implemented successfully.

Job Requirements

Our Requirements

  1. Tertiary education and/or qualification in insurance, operation, IT, business transformation, etc.
  2. > 10 years of working experience, preferably in service or insurance industry. Knowledge in insurance underwriting, claims, customer service will be an added advantage.
  3. Excellent critical thinking, analytical and problem solving skills with strong business acumen.
  4. Excellent leadership, project management, stakeholder management, communication (verbal and written) and presentation skills.
  5. Strong team spirit and team player with good inter-personal skills.
  6. Achiever with drive, passion, initiative, optimism.

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.